Level II IT Analyst

Brio Water; California, Northern (MO, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Brio Water is seeking an IT Help Desk Technician to join our team in the United States. This hands-on role delivers day-to-day IT support, troubleshoots hardware and software issues, and assists with IT systems deployment and maintenance.

You will support end users across Windows environments, manage user accounts, and log requests in our ticketing system. The ideal candidate combines strong customer service with technical acumen and a drive to grow within a reliable IT operation.

Qualifications

• 5+ years of IT support or help desk experience.
• Strong troubleshooting for Windows environments.
• Experience with IT ticketing systems.
• Familiarity with Active Directory, Microsoft 365, and endpoint management.
• Networking fundamentals knowledge.
• Certifications are a plus but not required.

Responsibilities

• Provide Tier 1 and Tier 2 support across hardware, software, and business applications.
• Troubleshoot desktops, laptops, printers, and mobile devices.
• Manage user accounts, access, and permissions in Active Directory and Microsoft 365.
• Log, track, and update support requests in the IT ticketing system, ensuring timely resolution.
• Escalate complex issues to senior IT staff when appropriate.
• Assist with system rollouts, application deployments, upgrades, and patches.
• Support onboarding and offboarding activities, including hardware setup and system access.
• Follow defined IT support processes, SLAs, and service standards.
• Maintain IT asset inventory and assist with equipment lifecycle management.
• Provide clear, professional communication to end users throughout the support process.
• Contribute to knowledge base articles and technical documentation.

Skills

End-user support

Windows troubleshooting

Customer service

Prioritization

Tools

Jira Service Management

Freshservice

Zendesk

ServiceNow

Microsoft 365 admin

Job description

Brio Water is the market-leading water product company that has helped millions get hydrated through its unique and innovative product line. We offer full home water solutions and systems designed and engineered to continuously push the boundaries of the way we hydrate. Our company combines sophisticated technology with innovative, top-tier designs to ensure client satisfaction while enhancing the functionality and aesthetics of hydration.

About the role

We are excited to offer an opportunity for an IT Help Desk Technician to join our team. This hands-on technical role is responsible for providing day-to-day IT support to end users, troubleshooting hardware and software issues, and supporting the implementation and maintenance of IT systems and tools. The ideal candidate is customer-focused, technically capable, and eager to grow their skills while contributing to a reliable and responsive IT support operation.

What you'll do

• Provide Tier 1 and Tier 2 technical support for end users across hardware, software, and business applications.
• Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and peripherals.
• Support user accounts, access, and permissions in Active Directory, Microsoft 365, and other business systems.
• Log, track, and update support requests in the IT ticketing system, ensuring accurate documentation and timely resolution.
• Escalate complex or unresolved issues to senior IT staff when appropriate.
• Assist with system rollouts, application deployments, upgrades, and patches.
• Support onboarding and offboarding activities, including hardware setup and system access.
• Follow defined IT support processes, SLAs, and service standards.
• Maintain IT asset inventory and assist with equipment tracking and lifecycle management.
• Provide clear, professional communication to end users throughout the support process.
• Contribute to knowledge base articles and technical documentation.

Qualifications

• 5+ years of experience in an IT support, help desk, or desktop support role.
• Strong hands-on troubleshooting skills for Windows-based environments and common business applications.
• Experience working with IT ticketing systems (e.g., Jira Service Management, Freshservice, Zendesk, ServiceNow, etc.).
• Basic understanding of Active Directory, Microsoft 365, and endpoint management.
• Familiarity with networking fundamentals (DNS, DHCP, VPN, Wi-Fi).
• Strong customer service mindset with the ability to support non-technical users.
• Good organizational skills and attention to detail.
• Ability to prioritize and manage multiple support requests.
• IT certifications (A+, Network+, Microsoft) are a plus but not required.

We believe in recognizing and rewarding our employees for a job well done. We offer growth potential for motivated individuals, competitive compensation, and a comprehensive benefits package, including: